JANUARY 2023

VOlUME 06 ISSUE 01 JANUARY 2023
The Effect of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer Satisfaction and Customer Loyalty: Evidence from Indonesia
1Zainurrafiqi,2 R.P.Much Muchtar,3Enza Resdiana,4Devi Lestari Pramita Putri, 5Bambang Hermanto,6Helman Suprapto,7Moh Hamzah
1,4Faculty of Economic and Business, Universitas Madura, Jl. Raya Panglegur No. Km 3.5, West, Panglegur, Kec. Tlanakan, Pamekasan Regency, East Java 69371, Indonesia
2Faculty of Agriculture, Agribusiness study program, Universitas Wiraraja Madura_Indonesia.
3Faculty of social science and political science, Universitas Wiraraja Madura_Indonesia, Jl. Raya Sumenep Pamekasan KM.05 Sumenep City, East Java 69452 Indonesia,
5Faculty of Economics, Universitas Wiraraja Madura_Indonesia.
6Faculty of development Economics, sekolah Tinggi Ilmu Ekonomi Bakti Bangsa Pamekasan, Indonesia
7Faculty of Public Administration Science, Universitas Madura, Jl. Raya Panglegur No. Km 3.5, West, Panglegur, Kec. Tlanakan, Pamekasan Regency, East Java 69371, Indonesia
DOI : https://doi.org/10.47191/ijsshr/v6-i1-30

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ABSTRACT

The purpose of this study was to build an understanding the role of Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR) on Customer satisfaction and customer loyalty. Type of research is Explanatory Research. Data collection using a questionnaire. The sampling technique used purposive sampling. The number of samples was 110 online shoppe consumers at Pamekasan Regency, Indonesia, and data analysis used the Structural Equation Model (SEM) with AMOS software. The results of this study indicate Customer Interface Quality (CIQ) have a positive and significant effect on Customer Satisfaction, Customer Relationship Management (CRM) have a positive and significant effect on Customer Satisfaction, Corporate Social Responsibility (CSR) have a positive and significant effect on Customer Satisfaction and Customer Satisfaction has a positive and significant effect on Customer Loyalty.

KEYWORDS:

Customer Interface Quality (CIQ), Customer Relationship Management (CRM) and Corporate Social Responsibility (CSR), Customer Satisfaction, Customer Loyalty.

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VOlUME 06 ISSUE 01 JANUARY 2023

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